As part of our commitment to driving digital excellence, Kutia was chosen to lead the digital transformation of the Ombudsperson Institution in Kosovo. Our involvement spanned from Business Analysis and Software Architecture to comprehensive Training for both users and administrators. We are currently extending our expertise to train the IT department and are proud to continue our collaboration by providing ongoing support for the platform. 

The Ombudsperson Institution recognized the need to enhance its operations, improve user experience, and streamline administrative tasks. This case study highlights the features and functionalities of the system we meticulously crafted for them. 

User Experience Enhancements

  • User Login & Settings: The system offers a seamless login experience with a password recovery option. Users can customize their settings, including changing passwords, setting up two-factor authentication, and adjusting the language of the page. 
  • Complaints/Cases Management: Users can easily submit new complaints, with a structured registration process divided into sections like Claimant Information, Event Information, and more. The system also provides functionalities for document management and complaint/case search. 
  • Document Management System (DMS): The DMS allows users to add, view, and manage documents. Features like version control, check-in/check-out, and workflow transitions ensure efficient document handling. 
  • MKP & HR Promotion Modules: These modules facilitate the registration and management of MKP-based and HR Promotion-based activities, respectively. 
  • Open Days: Users can schedule or modify open day appointments with an intuitive calendar interface. 
  • Reports & Statistics: The system provides comprehensive statistical data on complaints, claimants, respondents, and more, aiding in data-driven decision-making. 

Administration & Workflow Enhancements

  • User Management: Administrators have the ability to view, modify, and manage CMS/DMS users. They can edit user roles, disable users, and register new users. 
  • Roles & Permissions: The system offers customizable roles, each with a specific set of permissions. This ensures that users have access only to the functionalities relevant to their responsibilities. 
  • DMS Workflow Administration: Administrators can add new workflows, configure states and transitions, and manage the overall workflow of the DMS system. 
  • Lookup Tables Configuration: The system allows for the configuration of respondent types and DMS document types, ensuring flexibility and adaptability to changing requirements. 


The digital transformation of the Ombudsperson Institution in Kosovo, led by Kutia, has revolutionized its operations. The newly implemented system offers a user-friendly interface, streamlined processes, and efficient administrative functionalities. Its modular design ensures that each aspect of the institution’s operations, from complaint management to administrative tasks, is catered with precision and efficiency. 

Get in Touch: 

For more information or to explore how Kutia can assist with your digital transformation needs, please contact us at [email protected].